IT service management with handz.on

Save costs and automate processes with an effectively implemented ITSM/ESM

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The corporate world in transition

Reduce costs – mitigate risk – respond agilely – work in a customer-centric way

Companies need to respond quickly to a constantly changing digital world and adapt workflows and processes accordingly. In addition, employees and customers place new requirements, which you likewise want to be able to meet at short notice.

Make the service a central focus in your company for structuring your offer. This will allow you to increase employee satisfaction in the long term, retain existing customers and impress new customers. Optimized processes reduce costs and allow your company to respond to changes in an agile way.

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What is USU ITSM?

USU ITSM represents the transformation of information technology to a customer and service orientation. USU ITSM (IT service management) and ESM (enterprise service management) are solutions in which all business processes, applications and tasks can be grouped centrally. The ITSM platform can be used as a central tool for enterprise service management across your company and to automate processes across departments. The comprehensive software solution covers standard ITSM processes plus additional service areas in your company.

The scalable solution grows with your needs and helps you to effortlessly manage complex service processes.


One tool for all business areas

Model workflows

Best practice workflows are already available in a library in USU ITSM, which can be used for all processes, such as in service request management, incident management, change management, IT financial management, asset management, contract management, supplier management and much more. In addition, you can also create your own workflows.

Automate processes

In addition to manual tasks, automatically executed system tasks can also be configured as process steps, which allow processes to be automated in a way that allows them to run completely autonomously. By integrating these system tasks with any external systems, processes can also be automated across system boundaries.

Develop and test – the workflow

Adaptations and enhancements are carried out in the development environment and then transferred initially to a test environment before being transferred to the productive environment following successful testing. USU ITSM ensures error-free and automated integration of these adaptations.


Develop existing or new interface screens, create views tailored to the respective role and assign rights appropriate to the respective persons. All processes can be adapted in an uncomplicated way on the basis of existing templates. You can also extend the software with your own data and data object relationships and integrate your IT and third-party systems. A large number of preconfigured interfaces are available. The system can be connected to any third-party systems.

Holistic CRM

Master data, contracts, products, service instances or billing can be networked, thus giving rise to automated processes – from the preparation of quotations, through contract management to invoicing. Processing and lead times can be measured and evaluated. The audit-proof storage of data is an important component, especially for ticket processing (e.g., in incident management) in order to reliably document the fulfillment of service level agreements.

IT service management from USU

Mitigate risks with USU ITSM

A key advantage of USU ITSM is the active mitigation of risks.

In the area of incident management, USU ITSM provides a proactive component for preventing faults in the form of problem management. This allows bottlenecks and vulnerabilities, such as excessive loading times, to be identified and the relevant expert to be informed. If a solution is found for the problem in question, the tool is used to initiate corresponding measures to resolve the problem. Problem management analyzes trends and data so that faults can be minimized in the long term.

In the area of change, release and deployment management, the tool helps you to analyze changes to the software and carries out a risk assessment based on this. It creates fallback plans, which give you a high degree of certainty in terms of schedule planning. This means you can adjust and optimize changes in the system precisely and optimally in the future.

handz.on – USU ITSM

Your professional consultant

  • Our certified consultants advise and support you in implementing USU ITSM and ESM, drawing on agile project management methods. This gives you an excellent overview of the results as well as the costs.
  • Thanks to a high level of technical expertise in scripting, workflow and process management, we can adapt USU ITSM and ESM precisely and individually to your needs.
  • The cost estimates prepared by our experts are accurately calculated in general and help you to stay within budget.
Certified expertise in data protection management
IBM Control Desk: Deployment, optimization, operation and expansion

How can we support you?

Our services are tailored to your needs and aim to unite business and IT. In addition to consultancy on strategic and practical issues, we are also your partner for implementation and operation.

  • Preparation of a cost estimate
  • Planning the implementation
  • Implementation of agile project management for execution purposes
  • Operational design
  • Coaching IT staff
  • Training employees

Through our training programs and workshops, we support you and your colleagues in setting up and configuring the ITSM tool in order to facilitate use of the new tool for every user.


Consulting for IT service management

Our handz.on service – strategy, processes, solutions from a single source


Trust is the basis for good and long-term cooperation. Strengthen the trust of employees and customers in your company. With integrated workflows and complete transparency of your processes, you set a high standard and prove yourself to be a trustworthy partner.


Based on an individual configuration, you adapt the software to the special requirements of your company. Support your diverse processes and get a product that is perfectly tailored to your needs.


Your tool for ITSM or central ESM. You can automate all processes and adapt workflows to your needs. An effectively implemented ITSM and ESM will reduce your costs and boost your sales.

We support you in implementing your USU ITSM/ESM

Your contact

Britta Weber
Director Sales & Marketing


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